Comments
Voted On

The Value Of Experience Design Improvement Is On The Rise

submitted by Mike Wittenstein

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars.

Why the Best Measure of Customer Value is the Value You Provide to Your Customers

submitted by Mike Wittenstein

IT’S NOT EASY TRYING TO GROW A BUSINESS.
You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”

Can a change in policy change the customer experience?

submitted by Mike Wittenstein

Sometimes, making customer experiences better can also make the world better. Here’s how one leading brand is trying.

The New Paid PAID Vacation

submitted by Mike Wittenstein

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire

The Myth Behind “Low-Hanging-Fruit”

submitted by Mike Wittenstein

At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing economic outcomes at the same time.

A Great Customer Experience – And The Rules Behind It

submitted by Mike Wittenstein

Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you.

The ‘Always On’ Enterprise

submitted by Mike Wittenstein

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcome

The Challenges of Customer Experience Management

submitted by Mike Wittenstein

Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say:

Back To Basics – On Empathy

submitted by Mike Wittenstein

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores.

Retailers Who Create Value For Customers – WIN!

submitted by Mike Wittenstein

Retailers are changing the way they operate to better accommodate their customers. Now that retailers can know their customers better—even anticipate their needs in some cases—they are making fundamental changes...